Role: Customer Success Team Manager, Americas  

Location: Toronto, Canada (Hybrid - 3 days per week in the office required)

Recently listed as a "RegTech Top Performer" in Market Fintech's RegTech Supplier Performance Report, CUBE is pioneering the development of machine automated compliance. 

We are a global RegTech business defining and implementing the gold standard of regulatory intelligence and change for the financial services industry. We deliver our services through a SaaS platform, powered by an innovative combination of AI and proprietary data ontology, to simplify the complex and everchanging world of compliance for our clients. 

At CUBE, we are creating the future and are a company rooted in strong values, team spirit and commitment to our customers and wider communities. We serve some of the largest financial institutions globally and are expanding our footprint very fast. As we do so, we are keen for new talent to join us and realize their full potential to grow into leadership positions within the business.   

Role mission:

We are looking for a results-driven Customer Success Team Manager to lead and scale our customer success team. This role is responsible for ensuring that our customers achieve their desired outcomes through our products and services, ultimately driving retention, satisfaction, and growth. The ideal candidate will have strong leadership skills, a customer-first mindset, and a proven track record in customer success.

Responsibilities:

• Leadership & Strategy: Lead, mentor, and develop a team of Customer Success Managers (CSMs) to drive customer satisfaction, retention, and expansion.
• Customer Retention & Growth: Develop and execute strategies to improve customer retention and increase upsell and cross-sell opportunities.
• Onboarding & Engagement: Ensure that customers have a seamless onboarding experience and proactively drive adoption of products and services.
• Customer Advocacy: Build strong relationships with customers, act as a trusted advisor, and advocate for their needs within the company.
• Metrics & Performance Tracking: Track and analyze key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), churn rate, and customer lifetime value (CLV).
• Process Optimization: Continuously refine customer success processes, workflows, and playbooks to improve efficiency and scalability.
• Cross-Functional Collaboration: Work closely with Sales, Product, and Support teams to ensure a seamless customer experience and provide feedback for product improvements.
• Customer Escalations: Manage escalated customer issues, ensuring timely and effective resolution.

What we’re looking for:

• Experience: 5+ years of experience in customer success or a related field, with at least 2 years in a leadership role.
• Industry Knowledge: Experience in a B2B SaaS, with strong experience managing customers within Financial Services.
• Leadership Skills: Proven ability to lead, coach, and develop high-performing teams.
• Customer-Centric Mindset: Deep understanding of customer needs and a commitment to delivering an exceptional customer experience.
• Communication: Excellent verbal and written communication skills, with the ability to present to executives and stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills with a data-driven approach to decision-making.
• Technology Proficiency: Familiarity with CRM tools (e.g., Salesforce, HubSpot), customer success platforms (e.g., Gainsight, ChurnZero), and other relevant software.

Our Products:

RegPlatform is a technology platform that streamlines regulatory change management. It provides firms with a one-stop, continuously maintained inventory of global regulations, with effortless horizon scanning, integration capabilities and workflow management. RegPlatform combines industry leading AI technology with expert validated insights to simplify the complexities of multi-jurisdictional regulatory content.

Why Us?   

🌍 Globally, we are one of a kind! 

CUBE are a well-established market leader within Regtech (we were around before Regtech was even a thing!), and our category-defining product is used by leading financial institutions around the world (including Revolut, Citi, and HSBC).

🌱Growth & progression

Last year we grew by more than 50% and our growth journey is just getting started! We are a dynamic, fast-paced workforce that is always seeking ways to accelerate our people, processes, services and products. We hire ambitious people that want to make a difference, share their ideas, “make it happen” and find better, smarter ways of working. Our future is shaped by our employees, so if you’re someone looking for an opportunity to make a real impact, and progress your career alongside the business, it couldn’t be a better time to join us!

🗣️Internationally collaborative culture

With more than 650 CUBERs across 17 locations in EMEA, the Americas and APAC, collaboration is key to our success. We are a diverse workforce united by a shared desire to reshape the world of regulatory compliance and make an impact. We champion sharing knowledge with colleagues from all over the world, in order to deliver the best results.

💡 Innovative breakthrough technology

CUBE is an innovator. We pioneered the use of AI in the field of regulatory change and our state-of-the-art, cutting edge technology is helping financial services firms from all over the world, solve complex compliance challenges. You will work alongside some of the brightest minds in AI research and engineering in developing impactful solutions that will reshape the world of regulatory compliance.

💻 Work life balance

CUBE is a remote-first business so you will be able to design your home office and choose your own work equipment. We host regular in-person meet-ups as a chance to get-together, share ideas and collaborate with other teams but we are advocates for remote working and we believe working remotely provides freedom to innovate, create and unlock global talent.